PHOTOS AND VIDEO: MTA Launches Spring 2026 Customers Count Survey

The Metropolitan Transportation Authority (MTA) today announced the launch of its Spring 2026 Customers Count Survey for New York City Transit, Long Island Rail Road, Metro-North Railroad, and Access-A-Ride Paratransit customers. The results will help identify priority issues for riders and give the MTA a better understanding of customer needs to make improvements across the system. More than 92,000 subway, bus, commuter rail and paratransit customers participated in the Fall 2025 edition.

Customers can take the survey online through Sunday, May 3, here. It is available in nine languages with a telephone option for customers in need of assistance.

New York City Transit President Demetrius Crichlow met with Bx12 bus riders this morning in Fordham to encourage them to take the survey.

"The Customers Count Survey directly impacts how the MTA makes investments and improvements in the system," said MTA Chief Customer Officer Shanifah Rieara. "We serve a vast and diverse region, and every response strengthens our decision-making."

"Nothing is more important to New York City Transit than providing great service for riders and key to doing that is utilizing customer feedback gathered in the Customers Count survey," said NYC Transit President Demetrius Crichlow. "I look forward to hearing from riders about their experiences, what aspects of the service matter most to them, and what areas they need us to improve on. Only when armed with that information can we make changes to deliver the service riders want and need."

"The LIRR uses feedback from these surveys to improve the customer experience," said Long Island Rail Road President Rob Free. "We're always looking for ways to further improve our service so customers can enjoy taking the LIRR to work, school, or anything Long Island has to offer."

"Metro-North continues to experience record on-time performance, but we're always taking steps to improve our customer's journeys," said Metro-North Railroad President Justin Vonashek. "By taking the Customers Count survey, riders can tell us what they're looking for at specific stations and on specific lines."

The MTA reported record gains in subway customer satisfaction in its Fall 2025 Customers Count survey, with 62% of riders satisfied overall-up 5 points from Spring 2025 and the highest level since the survey began in 2022. Safety perceptions also reached new highs, with 63% of riders feeling safe on trains and increases across stations and platforms. Satisfaction improved across key service metrics, including reliability, wait times, delays, and cleanliness, and rose in four boroughs, with the Bronx surpassing 50% satisfaction for the first time. These gains coincide with record operational performance, including the best on-time performance year on record (83.7%), fewer delays, and targeted service increases.

"We know many customers have strong opinions about the MTA, and through this survey we want to hear from as many of them as possible," said MTA Chief of Strategic Initiatives Jon Kaufman. "Their input here helps us improve the customer experience in targeted ways --- whether it be more cleaning at a specific station, safer platforms, or delivering more reliable service on certain routes or lines."

Customer satisfaction increased across other modes as well: bus satisfaction rose significantly (61% for local service, 76% for express) from Fall 2024 levels, while commuter rail satisfaction remained high, with 80% on the LIRR and 87% on Metro-North. Access-A-Ride satisfaction remained stable at 77%. Overall, the results reflect systemwide improvements in service delivery, reliability, and customer experience across the MTA network.